How to Get Inside Your Customer’s Head

Companies looking to improve their website conversion rates often ask me something that I find rather farcical. “Can you tell me why aren’t my customers converting?” Sure, we can dive into the analytics. We can record user sessions. We can look at heat maps. Eye tracking. Run split tests. There are lots and lots of articles written about best practices for web/landing page design with a focus on conversion, and many of these are quite good. But my first question is, “Have you actually asked them?” They typically give me a look resembling something between perplexed and contrite and say “Um, no.”

On-Site Customer Surveys

We can analyze the website data and draw conclusions from it, but often the fastest and easiest option is to simply ask customers. On site survey software such as Qualaroo or Webengage allow you to create unique (even rules-based) on-site surveys so you can ask a simple, open-ended question like “Is there anything still preventing you from purchasing?” You might be amazed by what they are willing to tell you.

Abandoned Cart Email Follow Up

There are 3rd party abandoned cart follow up email tools that can automate this process. Additionally, a number of common email platforms that you might already be using for your email newsletters even allow rules-based triggers that you can create based on customers visiting certain pages of your site and not converting.  For example, something as simple as “Hi [Name], Thanks for visiting [Website Name.] We noticed that you did not complete your order for [product name] Is there anything currently preventing you from completing your purchase that we can assist you with? [Your Contact Info, Call to Action, Assurances, etc.]”

Mine Your Customer Data

On a related note, I also find it irrational when I hear from a company that “We get the same questions from customers over and over again.” I would simply ask, “Have you reviewed your website to make sure the answers to these questions are obvious?” It may be a fix as simple as adding another FAQ, adding additional product specs, or making a button bigger and more noticeable. Look at your customer inquiries. Talk to your customer service staff. They are a great resource to help you get inside the heads of your customers, because they are the ones actually interacting with them. Even reach out to your existing customers and ask them what made them become customers in the first place.

Build a Real Customer Profile

Now that you’ve asked the questions, can you use the answers to build a customer profile to get inside their head and understand their concerns? Their uncertainties? Their needs? Imagine if you proactively addressed all of these in your website copy and what that might do for your conversion rates! Rather than marketing “at” your potential customers on your site by rattling off features, you could instead actually be speaking their language and showing that you truly understand them. Your product or service is the solution to whatever problem they are facing or addresses their needs and you can provide it in such a way that they feel comfortable doing business with you. Wouldn’t you be more likely to buy from a company that you thought really understood you and presented a clear value proposition?

[googleplusauthor]

You may also like

Leave a comment